Sharecare

Manage day-to-day Behavioral Health Digital Therapeutics support center operations. 
Manage support channels via ticket support Zendesk and chat. 
Attend to user service issues to ensure effective and long-term problem resolution. 
Maintain working knowledge of ticketing and engagement platforms. 
Energize and motivate team by utilizing positive reinforcement. 
Maintain effective customer support for external and internal customers of Sharecare Behavioral Health Digital Therapeutics by utilizing culturally aligned team and the values of kindness and transparency, generosity and compassion.

Customer Support Manager Behavioral Health Digital Therapeutics 

HeathCo LLC 

•        First line of Defense for HeathCo, Manufacturing Company with customers.  	
•	 Directing and overseeing all aspects of the company’s customer service policies, objectives, and initiatives
• 	Collaborated with vendors and suppliers in the USA, Canada, and Hong Kong. 
•	Conduct performance reviews.
•	Prepare business plan & budget. 
•	Managing relationship with stakeholders.
•	Understanding conflicts & providing solutions.

Customer Support Manager

•	Supervised Customer Support Representatives, oversaw all day-to-day customer service operations, and managed retail accounts.,
•	Relayed information between team members and upper management, guiding team through daily work activities, projects and monitoring employee's performance to ensure maximum productivity. 
•	Prepared and analyzed monthly reports summarizing the customer service teams performance.  analyzed Customer Service Reports.
•	Identifies opportunities to update or improve customer service procedures and provided  recommendations to management. 
•	Assists with budget preparation for the Customer Service department.
•	Collaborated with sales teams to develop and implement pricing structures and promotional materials. 
•	Attended vendor events and trade shows to identify emerging best practices and promote company brand.
•	Trained, developed, and mentored customer support representatives to improve team performance.

Customer Service Supervisor

•	Providing introductory information to new customers.
•	Ensuring that customers are satisfied with products or services.
•	Following up with clients or customers to check that they’re still satisfied with any purchases.
•	Letting customers or clients know about additional products or services.
•	Determining the quickest, most effective ways to answer a client’s or customer’s questions.
•	Escalating queries and concerns.
•	Troubleshooting common issues with a product or service.
•	Working with a team of CSRs and other departments to find appropriate solutions.

Customer Service Representative

•	In charge of answering incoming customer calls, listening to their concerns, and solving problems. 
•	Provided technical support and installation information.
•	Provided owners copies of owner’s manual to customers via mail and email.

Call Center Support Representative

Customer Support Director | Implementer | Connector | Passionate Leader | B2B | B2C | SaaS

As a highly driven Customer Support Manager I have extensive experience in both B2B and B2C operations, I specialize in leading teams to deliver exceptional service while driving operational excellence. My approach combines data-driven decision-making with a deep commitment to fostering strong customer relationships and enhancing business performance.

With a focus on continuous improvement, I leverage performance metrics and insights to guide strategic decisions that optimize customer experiences and operational efficiencies. As a transformational leader, I excel in change management and resolving complex customer issues, ensuring positive outcomes for both customers and the business.

I am passionate about building high-performing teams, creating a culture of empowerment, collaboration, and professional integrity. By fostering an environment of optimism and employee engagement, I help organizations achieve lasting success.

Adept at communicating across all levels of an organization, I build trust and productive relationships with stakeholders, ensuring alignment and driving results across the business.

Angelia S.

Confidential

Office Manager

KDG 

OFFICE MANAGER - 12/2017 to 4/2022 at LAWA 
Worked on the LAWA Utilities and LAMP Enabling Projects (LULEP) and Roadways, Utilities and Enabling Projects (RUE).   Primary responsibilities included meeting resource allocation, calendar management, equipment oversight and IT management.  Document controls, updated meeting minutes in Prolog and building management related logs as well as onboarding new employees and assisted upper management as necessary. 

Details:  5-year, $334.9 million contract for next phase of enabling projects for the LAMP, focusing on 16 projects necessary to support the Automated People Mover (APM), Consolidated Rent-A-Car (ConRAC) facility and Intermodal Transportation Facility (ITF)-West.   

Additional Project Details:
*Design-Build and the first of all the project teams 
*LULEP stands for LAWA Utilities & LAMP Enabling Projects 
*LAMP stands for Landside Access Modernization Program
*Five scopes:  
     Advanced Utility Relocations 
     Temporary & Permanent Roadway, Parking & Traffic Improvements
     Engineering Assessments & Investigations
     Construction Activities, Including Tenant Improvement Projects
     Demolition of Existing Facilities 

The project consisting of Roadways, Work and Utilities will be procured in multiple packages and is anticipated to be completed in two phases.

Office Manager - Los Angeles World Airports

ADMINISTRATIVE ASSISTANT - 5/2017 to 11/2017 at LAWA
Provided administrative support on the LULEP  (LAWA Utilities and LAMP Enabling Projects) which included calendar management for various project managers, recorded meeting minutes, document control using Prolog and SharePoint.

Details:  LAX’s $2.2 billion Landside Access Modernization Program (LAMP) is designed to improve access to the airport by reducing automobile traffic.  LAMP has multiple elements including an Airport People Mover, a Consolidated Rental Car Facility, and two Intermodal Transportation Facilities which provide passenger pick-up and drop-off and connections with the light rail public transit system.  LULEP is a $300 million program encompasses 38 projects that must be accomplished to allow work on the LAMP project to progress.

Administrative Assistant - Los Angeles World Airports

LCS Constructors, Inc. General Contractor

PROJECT COORDINATOR - 8/2016 to 1/2017 - St. Jude Medical
Maintained all project documentation including RFIs, submittals, bulletins, managed 3-week look ahead schedules, supported field coordination for all job-site staff, monitored attendance for all trades, collection and processing of timesheets using cost code procedures and maintained the company database, created/distributed weekly meeting minutes for subcontractors and coordinated contract close-outs. 

Details:  St. Jude Medical CAE Renovation – Project was from Nov 2015 – Dec 2016 
Project description:  35,000 sf laboratory remodel completed in 3 phases including 2 new rooftop AHU's and exhaust fans.

Project Coordinator (Contract) - St. Jude Medical

Westport Construction Inc.

ADMINISTRATIVE ASSISTANT - 7/2015 to 6/2016
Coordinated all subcontractor documentation, developed an improved office filing system and negotiated cost-saving efforts to help reduce monthly billing.  Provided detailed quality auditing for all contracts, insurance and vendor information, maintained the office calendar and coordinated weekly staff meetings.  Assisted the estimating department with bid invitations and prevailing wage projects, and coordinated contract close-outs.

Details:  Projects are mostly affordable housing, multifamily, government, military, historic rehab, commercial and residential.  Cost varies per project.

Administrative Assistant

Benson Industries, Inc.

ADMINISTRATIVE ASSISTANT - 1/2014 to 9/2014
Provided construction document control for RFIs, submittals and payment applications for this curtainwall and exterior cladding subcontractor.  Scheduled office events, meetings, deliveries and packages.  Assisted project managers with ad-hoc projects and administered sensitive and proprietary documents.

Details:  Curtainwall and exterior cladding projects – many are high rise buildings

Administrative Assistant/Project Coordinator (Contract)

Tam Chiropractic, Inc.

Greeted all patients and visitors, answered phones and assisted with making and canceling appointments, insurance verifications, collect co-pays, assist with patient treatment plans, transport patients to and from therapy department, prepare treatment area for patients, Therapeutic exercise (upper and lower extremities), Basic Massage Therapy, Joint goniometry & ROM Exercises, CPR Certified, Electronic Health Records, Vital Signs, Rooming of Patients, Medisoft and Medcin certified, Performs clerical duties such as:  filing, faxing, calculating, mailing, and ordering supplies, Identify and advise DOR/supervising therapist of any facility, staff, or operations issues that need to be addressed for follow up, assist in maintaining department and equipment, and training in accident and injury coding.

Physical Therapy Aide/Assistant

Earth Systems Group of Companies

Answered and routed all incoming calls to appropriate staff member, greeted all visitors and directed them to staff member, maintained all office equipment, office supplies, reception area, office coordination of meetings, set up appointments for staff, provided support to 5 employees in all project and data entry, Acted as Safety Representative and helped create safe working conditions in office and in field by providing all safety related bulletins to all employees, maintained all files, processed all expense reports monthly, timesheets weekly, and held billing and staff meetings monthly for a smoother work flow, submitted reports to Building & Safety Grading Department for approval, other duties as assigned.

HOUSING AUTHORITY OF THE CITY OF LOS ANGELES

Interviewed applicants to determine their eligibility for Section 8 assistance by verifying income for all adults in household as well as school status using the Housing standards and guidelines, data loading of rental contracts, assisting other contractors and advisors as needed to complete backlogs, negotiated rental units with Section 8 owners to complete lease, provided conflict resolution to Housing tenants and owners, heavy public interface as well as communication with all levels of organization, patience, responsibility of work and actions, punctuality and requires tact and professionalism, other work on special projects assigned.

Eligibility Interviewer

Over 15 years of experience supporting small and large construction and engineering project teams and multiple stakeholders in commercial, aviation, residential, industrial and infrastructure as a project administrator and coordinator.  Proficient in data collection, entry and reporting, SharePoint, WebEx, MS Teams, Microsoft Office Suite, Adobe Acrobat, Procore, Prolog, OSHA 10 & CPR/AED Certified and Auditing.

I am open to working in other industries as well where my experience in administration would benefit companies who are open to someone from the construction and engineering industry.  

Industries interested:
Healthcare/Real Estate/Government/Federal/Education/Transportation/Construction/Engineering

Open to relocate to:  Bakersfield and Utah

Note:  If there are any inquiry needs, kindly reach out to me n LinkedIn.  Thank you

taplio

The Battle

Angelia S.

Marjorie Ann Balce

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